+44 1273 676712

FAQs

All about Pura Aventura and how to plan a holiday with us

All your questions answered

Why should I book now?

Believe it or not, there are benefits and advantages to booking now. We are seeing very good prices for international flights and these usually come with very flexible conditions for date changes and refunds. Our favourite small lodges and hotels that are often booked up way in advance, now have availability.

So if you really want something to look forward to later in 2021 or 2022 it is a good time to confirm those plans now. Once booked, we are offer flexible terms and options should you need to change your plans.

Did this answer your question?

Yes No
What do you need to confirm a holiday?

We take a 15% deposit to confirm your holiday which is fully protected.

Did this answer your question?

Yes No
Is my money safe?

Yes. In general terms, the UK travel industry is one of the most regulated in the world. That is particularly true in relation to protection of your money. If you book a holiday which includes a flight (that’s any flight, not just international flights) then your money must be protected by our ATOL license. When you book, you get a nice yellow ATOL certificate which shows how much you paid. If we go bust, you show the certificate to the Civil Aviation Authority in the UK and they refund you. Wherever you live in the world, you are protected.

For holidays which don’t include flights you are protected by our ABTOT bond. It’s basically a cast iron financial guarantee.

You can also be assured that Pura Aventura came into 2020 in robust financial health and we do now remain so even now in 2021. We have been very fortunate that the vast majority of our customers have chosen to defer rather than cancel their trips and this makes a real difference. We have a very strong team who have spent significant time over the past year creating a modelling tool to help us navigate the possible routes through the pandemic. So whilst we do not pretend that we are immune to Covid’s devastating impact on the travel industry, we are confident about our future.

Did this answer your question?

Yes No
Can I defer my trip if necessary?

We know you want to look forward to your holiday and not stress about all the various scenarios that could impact travel and your holiday as the departure date get closer. We will be in touch with you around 10 weeks before your scheduled departure date to discuss options with you. At that time, if you want to defer your trip we will start that process right away* and confirm new dates for you later in the year or even into the next year/season.

The offer to defer early therefore removes that level of uncertainty for you so you can once again start to look forward to your holiday at a later date.

*Whilst we are always as flexible as we possibly can be, sometimes we do have to wait until we are a little closer to the departure date. This is usually the case for any Galapagos and Antarctic holidays as the local operators have strict terms. This will always be explained to you at the time of booking and also in the phone call you receive to discuss the options.

Did this answer your question?

Yes No
What are the benefits of deferring over cancelling and re-booking?

There are many ..

Price: We guarantee to keep the same price for your holiday if you defer within the same calendar year and will do our very best to keep the same price even if you defer into the next year. This does not apply to any changes you may make to the itinerary or any upgrades or extensions. If you cancel and re-book it will usually be treated as a new booking and the new updated prices for that season will apply.

Support local partners: 2020 was a very difficult and challenging year for most of us. Our local partners across Iberia and Latin America have also been badly affected and they usually do not have the financial security or support that is open to many of us. The best way to support them is to re-book so they can plan and know money will start to flow in again at some point. Your trip makes a huge difference to the local economies and it is much-needed right now.

Did this answer your question?

Yes No
How close to departure is the final payment due?

In such a fluid situation, things can change very quickly (for the better as well as the worse) so we are delaying balance payments in order to give you more time. Balance payments are usually due eight weeks before travel but we simply haven’t been able to see two months down the road so we don’t expect you to commit to travel at that time. We now delay the final balance payment to four weeks before departure

Did this answer your question?

Yes No
In what circumstances am I entitled to a full refund?

We always encourage deferral but we understand that it is not always possible. If we are unable to deliver your holiday and/or the UK Foreign Commonwealth and Development Office (or your government’s equivalent e.g. State Department) impose a travel restriction, we will offer to defer your trip, change your destination/itinerary, or issue a refund. The choice is yours.

Please be aware that we cannot offer refunds at the 10-week stage described above. We will defer at that stage, but if your preference is to cancel, we will note that and suggest that we pick up again in approximately 6 weeks’ time (i.e. 4 weeks prior to departure) to gauge the situation then. If advisories against travel are still in place, we will issue a refund. If at that time it is safe to travel and no restrictions are in place, yet you still do not want to travel, we can discuss deferral.

Please understand, this is not us penalising anyone wishing to cancel, it is us incentivizing those who can defer. That’s just good business practice and also benefits our local partners. Rest assured, we always work within the strict laws and regulations of the UK travel industry and usually go beyond what is expected of us legally.

Did this answer your question?

Yes No
What if borders are open and I can travel, but I don’t feel comfortable with the idea?

If we can safely deliver your holiday and there are no restrictions in place preventing you from travelling, this will be treated as a cancellation and our usual terms and conditions apply. However, please do call us to discuss your situation as we always try to be flexible and we will see what options we can offer.

Did this answer your question?

Yes No
What happens to my holiday if the airline cancels my flight?

Given that the vast majority of our clients book their own international travel, if a flight is cancelled, you might be in the position of having a holiday but no means of getting there. Fear not, we have never shirked our responsibility on this front.

If the flights have been cancelled due to FCDO (or equivalent) advice, then you have the right to defer, change destination or a full refund as outlined above.

If the flights have been cancelled due to schedule changes or route cancellations then first stop is to look at alternative gateways, or carriers. If there is no reasonable means of your getting to your holiday, we consider it our responsibility to defer your holiday without charge.

Did this answer your question?

Yes No

Get in touch

If you have a question that's not covered here, we're more than happy to help supply the answer. Just drop us a quick message and we'll be in touch.

Ask us a question